I am overall *very* happy with T-mobile as a customer and believe that T-mobile is transforming the mobile industry on a daily basis.
However, the customer service that I experienced today at a retail store was a *horrible* experience, worse than "dumb and dumber" (at&t & verizon). To be honest, I think this might be the *WORST* customer experience I have ever had in my life. The retail store employee was not only very rude and unhelpful, but he got to the point of insults and verbal abuse.
Greenwood Village T-Mobile
Yosemite & Belleview
4940 S Yosemite St. St. E5
Greenwood Village, CO 80111
Employee: Name unknown, late twenties, red-haired beard
Employee: What's up?
Customer: Hi, I wanted to ask some questions about my plan and see if I'm getting the best deal.
Employee: What's your number? Name?
Customer: xxx-xxx-xxxx, My name is xxxx.
Employee: Yup, you're on the best plan. (brief, dismissive)
Customer: Can you give me more details? How much am I paying? What are the features?
Employee: You're paying for two lines, you're on the best plan. All other plans are more expensive.
Customer: Well, can you tell me more about the other plans features?
Employee: You're on the best plan. (brief, dismissive)
Customer: I heard you say that before, I'd like to evaluate my options or consider upgrading.
Employee: There's option 1 which would be only data but it's $90. Then there's option 2..
Customer: Hold on, I want to know more about option 1.
Employee: Well I would tell you more about it if you weren't being such a d*ck about it.
Customer: (disbelief) I came in the store, asking for education about my plan. Can you not do that?
Employee: Get out.
Customer: I'm allowed to be in a public store.
Employee: (opens drawer points to a button) If I push the button, I'll have the police come and take you out.
Customer: No need, I can walk out on my own (further disbelief, heading towards door)
Customer: What's your name?
Employee: I'm not telling you.
Customer: I am very happy with T-mobile in general, but this experience was horrible. (opening door exiting store)
Employee: (mumbled) Go f*ck yourself.Customer: What did you say?
Customer: I heard what you said. (closed door, left store).
End of conversation
No one, no human (customer or employee) deserves to be insulted or treated this way.
I am very confused as to how me asking questions about a phone plan could have ended up in being insulted and threatened to have police called on me.
The way I was treated makes absolutely no sense to me in any context.
I hope there is a store recording or a transcript that can lead to a more accurate depiction of events, so this can be investigated further.
I understand that this is a single employee that has no tact/training and should likely not be in a customer interfacing role.
In stark contrast, minutes later, I got on the phone with a T-mobile Customer Service rep based in Wichita, Kansas and received the absolutely GREAT service that I'm used to getting with T-mobile. This phone rep addressed all my questions and even brought up features on my plan that I was not aware of, like the Gogo in-flight feature.
This customer service represented True Customer Service and true Customer education. This guy (Chao, I believe was his name) saved T-mobile's reputation.
T-mobile needs more employees like the phone rep and less like the retail store guy.
I truly hope this complaint does not go unnoticed.